Ashahad Hasnain

Associate Director – Client Service Desks
Accenture | Dec 2023

• Lead strategic and operational management of multiple client service desk portfolios, ensuring high-quality, "no noise" IT support across diverse industry verticals.
• Drive solutioning for RFPs, including scoping, pricing, and delivery models aligned with client needs and SLAs.
• Oversee seamless transitions and go-live planning for new service desk deals, including resource onboarding, training, and stabilization.
• Implement process automation and AI-driven tools to reduce manual effort and enhance response/resolution times.
• Collaborate with global stakeholders in conducting QBRs (Quarterly Business Reviews), performance analysis, and service improvement planning.
• Ensure continuous service excellence by managing escalations, conducting root cause analyses, and initiating corrective action plans.
• Foster a culture of compliance, efficiency, and innovation while mentoring service delivery managers and operations leads.

• Managed centralized IT service desk operations for 200,000+ users across India, ensuring 24/7 availability and minimal downtime.
• Developed and implemented an enterprise-wide automation strategy to streamline ticketing, incident management, and knowledge sharing.
• Introduced new tools and process improvements that reduced average resolution time by 30%.
• Led business continuity planning (BCP) and IT infrastructure readiness initiatives to ensure operational resilience.
• Oversaw risk identification and mitigation planning for critical IT services.
• Collaborated with internal teams and vendors to align service delivery with business goals.
• Managed escalations and high-priority incidents, delivering timely resolutions and stakeholder communication.

• Lead and oversee daily operations of the team or department to ensure targets and deadlines are met.
• Develop, implement, and monitor strategies to improve team performance and efficiency.
• Manage team members by assigning tasks, setting goals, and conducting performance reviews.
• Facilitate communication between upper management and team members to align on company objectives.
• Resolve conflicts and provide coaching and support to employees for professional growth.
• Prepare reports and presentations on team progress and project status for stakeholders.
• Ensure compliance with company policies and industry regulations.
• Coordinate with other departments to streamline processes and enhance collaboration.
• Manage budgets, resources, and timelines for projects or departmental operations.
• Drive continuous improvement initiatives through feedback and data analysis.

• Responsible for Service Delivery of Deal Dedicated Infra Services Team.
• Responsible for IT Services to Market Leaders Projects (Banking and Communication)
• Ensure all the SLA are met if there are any risks that is highlighted and Mitigated.
• Preparing Projects for Client and Third party audits on Compliance and IT Services.
• Responsible for all the service delivery escalations from the project and clients.

• Responsible for Technology escalations for Commercial end user computing segment
• Escalation Contact for North America , Escalation Type bottom up or Top down.
• Identify the class issues and understand the issue patterns and help the call center team on approach.
• Working with L3 Technology Teams to ensure the class issues , technology / Product recalls.
• Ensure the success of early 72 Program and Technical training for Call Centers.

• Responsible for ensuring Technical and End user escalation from North America.
• Expected to work with agents to identify the individuals training area and help them.
• Ensure the agents are effectively handling calls and closing 95% of cases on a daily basis
• Driving metrics like AHT , AHOT , FTR ,TAT, SPOS , CSAT.
• Training of all agents on New processes and Inducting new agents from New Hire pools

• Responsible for Taking calls on HP Consumer end user computing segment
• Ensure closure of 95% cases on a daily basis by providing technical support on Phone.
• Identifying and planning the engineers visit for part replacements.
• Identify the opportunity of up-selling and sell additional products and services.
• Ensure all the Metrics are achieved like AHT , AHOT , FCR ,CSAT